Digital Home Phone: / Voicemail removal needed

[Atu1]

I need assistance with my EE Digital Home Phone (Digital Voice).

1. Voicemail: I need the network voicemail (1571) completely removed or deactivated from my line profile. Setting it to 10 rings does not solve the issue, and phone support (0330 123 1105) incorrectly told me it's impossible.

2. Call Protect: While trying to deal with this earlier, an advisor  accidentally removed EE Call Protect from my line entirely. Could a moderator please restore/re-add EE Call Protect to my digital broadband profile while also stripping the voicemail feature code from my line?

[Atu1]

I understand EE’s current position is that Digital Home Phone voicemail cannot normally be removed. However, previous EE Community posts indicate that voicemail has been completely removed in some cases on medical/health grounds.

My question is: how do you get EE to consider and action such a request?

Is there a manager, specialist team or medical/vulnerability escalation route?

I am asking specifically about removal of voicemail, not simply increasing the ring time.             https://community.ee.co.uk/t5/Digital-Home-Phone/Disable-Voicemail-on-Landline/td-p/1426665/page/2?u...

Quote from  above  post  '' To give you some hope….. after 3 or 4 attempts…. I have now been able to get the answer phone (aka 1571)  service permanently removed from the service.  It took lots of escalation and getting to managers to get through to technicians, who had were able to remove services in the back end of the system - BUT IT CAN BE DONE. ''

[JimM11]

@Atu1 You are pointing to a really old post, since then there are others and as stated EE WILL NO longer remove the voicemail only part. You need to go find that....

[Atu1]

I’m simply asking whether EE has an escalation route for medical/vulnerability cases requiring complete voicemail removal.

[JimM11]

@Atu1 Direct your request again as per tagging so EE gets a nudge.... @Alex_H and the main reason again from Atu1 as below.

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@Atu1 wrote:

Thanks for sharing your experiences. To answer why a 10-ring setting doesn't work for us: I care for a relative with dementia who calls frequently. When they hit the automated voicemail prompt, it causes them  confusion.

That's why I need it completely removed, rather than just delayed.

[rkelly1]

No as they don't offer voicemail removal. 

[Atu1]

 @Alex_H

I requested voicemail removal as advised on EE's help page, which states "If you'd like to turn voicemail off, call us and we'll do it for you."  Instead, Call Protect was removed from my line and remains disabled, while voicemail is still active. Can EE please explain the correct escalation route for requesting voicemail removal?

[Lesley_W]

Hi @Atu1 

Thanks for reaching out about this. 

I've sent you a private message to your community inbox to see if I can help further. 

Lesley